ElevenLabs Conversational AI Agent with Twilio is not picking up the response from the webhook for

[timid lotus]

AI-generated Answer for looptilbreak_97434

Below are the specific checks that fix almost all cases where an ElevenLabs Agent on Twilio doesn’t apply conversation_initiation_client_data returned by your webhook:

• Use the native Twilio integration for inbound calls. If you built a custom Twilio server flow (TwiML/WebSockets) for inbound, the platform won’t call your personalization webhook; custom server is recommended for outbound only. Use the native integration for inbound so the platform fetches your webhook during the dialing phase. (elevenlabs.io)
• Enable Twilio personalization on the agent:
  • In Settings, set your webhook URL (and any auth secrets) so the platform can call it on inbound calls. (elevenlabs.io)
  • In the agent’s Security tab, enable “fetch conversation initiation data for inbound Twilio calls” and specify which fields may be overridden; overrides sent for fields not enabled are rejected. (elevenlabs.io)
• Return the exact payload shape. Your webhook must respond with JSON whose top-level type is "conversation_initiation_client_data", optionally including conversation_config_override, custom_llm_extra_body, dynamic_variables, and user_id. If type is missing/incorrect or nesting is wrong, the data is ignored. (elevenlabs.io)
• Provide all required dynamic variables. If your prompts/tools reference variables with {{ variable_name }}, include each one in dynamic_variables in the webhook response. Otherwise the agent can’t populate them at start. Note you also have built‑in system variables (e.g., system__caller_id, system__called_number, system__call_sid) you can use without sending them yourself. (elevenlabs.io)
• Keep the webhook fast and return JSON. The platform calls your webhook during Twilio’s connection window; slow responses can cause the call to start without your data. Ensure the endpoint returns JSON promptly over HTTPS. (elevenlabs.io)
• Verify it was applied. After a call, GET /v1/convai/conversations/:conversation_id and check the conversation_initiation_client_data field to confirm what the platform actually used. (elevenlabs.io)
• If you are using overrides, only include fields you intend to change and make sure those override permissions are enabled; otherwise the platform throws an error and ignores the override. (elevenlabs.io)

Minimal example your webhook should return (paraphrased from docs):

• type: "conversation_initiation_client_data"
• dynamic_variables: { …all variables used in prompts/tools… }
• conversation_config_override: { agent: { prompt/first_message/language }, tts: { voice_id } } (elevenlabs.io)

If you confirm the above and it’s still not applied, please share whether the call is inbound via the native Twilio integration, the exact JSON you return, and the conversation_id you inspected with the Conversations API so we can pinpoint the mismatch. (elevenlabs.io

[granite ice]

Provide the sample response for conversation_initiation_client_data

[timid lotus]

AI-generated Answer for looptilbreak_97434

{
"type": "conversation_initiation_client_data",
"dynamic_variables": {
"customer_name": "John Doe",
"account_status": "premium",
"last_interaction": "2024-01-15"
},
"conversation_config_override": {
"agent": {
"prompt": {
"prompt": "The customer's bank account balance is $100. They are based in San Francisco."
},
"first_message": "Hi, how can I help you today?",
"language": "en"
},
"tts": {
"voice_id": "new-voice-id"
}
}
} (elevenlabs.io)

Sources:
Twilio personalization | ElevenLabs Documentation

[granite ice]

Mine is an inbound twilio call.
I have toggled ON the "Conversation Initiation Client Data Webhook"

I have toggeled on Agent -> Security Tab -> Fetch initiation client data from webhook -> TOGGLE ON -> FirstMessage Override -> ON

The webhook response was this
{
"type":
"conversation_initiation_client_data",
"dynamic_variables":
{
"caller_phone":
"[phone]",
"name":
"John",
"possible_pickup_locations":
[
"Manchester, M4 3AJ",
"Manchester, UK, M41 5SL"
],
"possible_destination_locations":
[
"Manchester, M23 9LT",
],
"probable_accounts":
[
{
"name":
"official",
"code":
"123456789"
}
],
"booking_preference":
"Usually ASAP"
},
"conversation_config_override":
{
"agent":
{
"first_message":
"Hi John! How can I help you today?"
}
}
}